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Remote Management & Incident Remediation

When your users have problems, you need help fast.  Our team of networking, cloud, security and Office365 experts will troubleshoot and resolve issues remotely. Our industry leading OpLogic Intelligent MSP platform discovers weaknesses in the performance of your servers, workstations, routers, switches, and firewalls. Our unique self-healing technology addresses many common issues before an end user even experiences a problem. And if a problem surfaces, we can quickly detect the root cause and help resolve issues faster, reducing unscheduled downtime and lowering IT costs.

Mike:   Hi. I'm Mike Matchett with Small World Big Data. And I'm here with Jeremy Kurth, who's the CTO of Logically. Welcome, Jeremy.

Jeremy:   Hi, Mike.

Mike:   We are talking right now about remote management. And it's kind of an interesting topic, 'cause when I think of management, I'm thinking I'm managing stuff that's under my hands here. And when I say remote management, I'm thinking, I'm somewhere else, kind of throwing things over the wall a little bit. So, tell me what you guys concept of remote management really is.

Jeremy:   Absolutely. I think that when you think of the conventional IT guy or IT administrator, you know it's Joe who goes and heads out the server room and kind of works back there all day every day, and is kind of walking around the office and taking care of people. But one of the benefits of remote management is really around the response time that you can offer a client, as well as the resolution time, and for example, within Logically, we solve about 97% of our support tickets remotely. And the benefit for both us a provider is that now we can centralize those resources to have escalation points, faster response times, kind of a brain trust if you will, and our customers as well. So we're on the same side of the table as our clients, meaning that they get faster response, more uptime, their end users can get back to work, so it's a really good way to deliver, especially on the incidents side of our organization, on responding at things back and working again is to handle that remotely. The days of having to get a technician or engineer out of the chair and heading out on the road to go fix a problem are diminishing over time very rapidly.

Mike:   All right, sounds great. Obviously if you can do things remotely now in this age of remote Internets and connections and things and all the rest of that, you can really bring in a kind of scale to what the customer is doing, which is great. Are there also things you can do about getting ahead of problems or being a little bit more proactive and reactive in this remote management space?

Jeremy:   Absolutely. So as part of our focus on remote monitoring and management of systems, we've been able to kind of take the leap and jump the curve of when we get these alerts or monitoring events to self-remediate. So now we're taken it to that level of the past say 10 years with our development team to hone in and focus in on and isolate those problems and just let's go ahead and just solve them to begin with and not even have that need to escalate up to the engineers. So it's been a really powerful combination, one that has also been very cost-effective for our customer base.

Mike:    And I'm going to ask this because it now sounds like if ... we talked previously about patch management, asset management and changes. We talked a little bit about life cycle stuff and now we're talking about, and help desk, now we're talking about remote management. These are all kind of related. If you can get ahead of things and fix things before the customer knows, you're improving all these service areas all at once.

Jeremy:   Exactly. That's really where our uplogic product comes into play Mike, and the benefit of it are big improvements for us, to be able to audit and make sure that we're doing our jobs and be held accountable, but more so the market. Our customers and our clients are experiencing benefits as a result of that, so it's a really neat relationship to be in on both sides.

Mike:   Wow. So that is a very interesting thing. I'd love to dig into this some more. I think we're going to come back and talk to you about a few more topics Jeremy. Thanks for explaining this today.

Jeremy:    Thanks Mike.

Mike:    All right. Thank you. Stay tuned again.